How do I cancel an order?
If you need to change or cancel your order, please contact us immediately to firstname.lastname@example.org and it must before 24 hours has passed that is the time we take to process the order. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.
Please note that any orders that have already been packed or shipped cannot be canceled.
How can I pay my order?
We offer safe shopping and accept payment via Paypal, Credit card or Debit card (VISA, Mastercard, Diners Club, American Express, JCB and Discover Network). So you can choose the most suitable one for you. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Where is the item coming from?
Our products ships directly from New York City.
Where do you ship and how much it cost?
We provide international shipping all over the world. The product price does not include shipping cost. The online system will generate a shipping fee for your order.
How long my order will take to be delivered?
We ship anywhere in the world so it will depend on your country of residence as not all of our merchandise ship from the same warehouse. We want to make sure you get your items as quickly as possible so we process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please note this can be affected due to Holidays, weather conditions and others and also we are not responsible for delays caused by the customs department in your country.
How can I track my order?
We will send you the tracking code of your orders to the e-mail provided within 5-7 business days after the purchase. This email will also guide you how to track your package. Please note that the tracking information will be displayed 8-10 business days after you receiving that e-mail.
Please contact us at email@example.com if you do not receive tracking confirmation within those days.
The courier tried to deliver the package but I wasn't at home, what should I do?
Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office.
I tracked down my order and the status says Return to Sender, what should I do?
The tracking site says Delivered but I haven’t received my order yet.
- In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement.
- As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any replacement for free and you may need to place the order again.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
What is your return policy?
When are returns not possible?
- If there’s something wrong with your order (defective product, incorrect order, damaged order etc.), please contact us within 10 days from receiving your order and we’ll be happy to assist you reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions. TRU550 reserves the right to deny any return request.
- If you have placed an order with a wrong item/address; you need to contact our customer services in order to receive the appropriate resolution.
You’re not eligible for a return for the following reasons. If:
- The request to change the order is not within 24 hours
- The product is not broken or it is not defective or is damaged because of use
- The product is not in the same condition as you have received it.
How long is the return process?
Processing returns may take up to 15 business days from the day we received your return request. We will email you to confirm once your return has been processed.